"A lot of upset caused due to being told the wrong..."

About: Broomfield Hospital

What could be improved

My grandmother was taken to Broomfield hospital last week after a fall at home. My father arrived at the hospital behind the ambulance and was taken into a side room to discuss my grandmother's condition. He was told by a doctor and a surgeon that my grandmother had a life-threatening condition and did not give her much hope of surviving. They both advised that they would not consider performing surgery as it would be too much of a risk because of my grandmother's age. After hearing such awful news, my father contacted various family members to inform them and prepare for the worst. My father returned to the hospital to visit my grandmother the following day and was able to speak with the ward doctor. He asked more about the life-threatening condition, to which the doctor knew nothing about even after checking my grandmother's notes! It has since emerged that thankfully, my grandmother does not have this life-threatening condition that my father was first told about. We can only assume that the doctor and surgeon that spoke with him when my grandmother was admitted were talking about the wrong patient to my father! This is absolutely outrageous. The amount of upset that was caused because of these careless comments is ridiculous. I only hope that the patient they were talking about has since been told of their condition otherwise they might think they are on the mend! We are currently trying to find out the names of these two doctors so that we can take this matter further to ensure that another family does not have to go through the amount of upset that we experienced last week.

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Responses

Response from Jonathan Wright, Patient Experience & Voluntary Services Manager, Mid Essex Hospital Services NHS Trust We are preparing to make a change

picture of Jonathan Wright

Let me first apologise for the delay in responding to your post.

I am extremely concerned to read the experience that your family had whilst using the services at Mid Essex Hospitals.

There has been a breakdown in our system which I can only apologise for and we will be looking into where the breakdown occurred.

I shall be forwarding and requesting feedback from our Head of Nursing and Clinical Lead for the Emergency Department and shall respond to what actions and improvements we have made to ensure a similar breakdown in our systems will not occur again.

If you wish to make a formal complaint regarding the experience then please contact our Patient Advice & Liaison Service on 01245 514130

Or email myself jonathan.wright@meht.nhs.uk

Regards

Jonathan Wright

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Response from Jonathan Wright, Patient Experience & Voluntary Services Manager, Mid Essex Hospital Services NHS Trust

picture of Jonathan Wright

Dear Sir or Madam

In order for me to investigate further could you please email jonathan.wright@meht.nhs or phone on 01245 514577 with your grandmothers details. I will be on annual leave from this afternoon until Monday 7th January so if you could contact me before 4pm today I can pass the details to the relevant people.

Regards

Jonathan Wright

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Response from Broomfield Hospital

Let me first apologise for the delay in responding to your post.

I am extremely concerned to read the experience that your family had whilst using the services at Mid Essex Hospitals.

There has been a breakdown in our system which I can only apologise for and we will be looking into where the breakdown occurred.

I shall be forwarding your comments to the Head of Nursing and Clinical Lead for the Emergency Department.

If you wish to make a formal complaint regarding the experience then please contact our Patient Advice & Liaison Service on 01245 514130

Or email myself jonathan.wright@meht.nhs.uk

Regards

Jonathan Wright

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